Overview

1st/2nd Line Software Support Analyst – ERP SaaS at Khaos Control. This is a full-time, permanent role based in Grantham, Lincolnshire with hybrid working: 3 days per week in the office during onboarding and 2 days per week thereafter.

Company: Khaos Control - Award-Winning ERP SaaS provider powering SME retail.

What you’ll do

• Take ownership as a 1st/2nd Line Software Support Analyst, delivering remote support that keeps customers running smoothly.
• Be the go-to expert for the 1st Line team — guide, mentor, and elevate their skills while helping resolve escalated issues.
• Serve as a trusted point of contact for customers, building strong relationships and ensuring a seamless support experience.
• Update CRM/ticketing systems in real time with accuracy—every detail matters.
• Conduct incident resolution and root cause analysis to prevent future issues.
• Replicate problems and validate issues using localised environments and anonymised customer data.
• Collaborate with 3rd Line teams (Application Management, Development, QA) to address complex challenges and deliver high-quality fixes.
• Provide exceptional customer service that builds trust and long-term partnerships.
• Participate in workshops and improvement sessions to help shape smarter systems and better experiences.

Your background / skills

• Solid understanding of remote desktop environments and networking.
• Experience supporting ERP software applications or similar systems.
• Confident communicator capable of remote support and guiding customers through solutions.
• Experience configuring software on PCs remotely.
• Problem-solver mindset with proactive troubleshooting and customer care.
• Ability to identify recurring issues and collaborate on long-term fixes with the Development team.
• Strong understanding of how software issues can impact customer operations.
• Clear, confident communicator able to explain simple and complex issues to customers and stakeholders.
• Experience creating and reviewing knowledge base content and offering constructive feedback.
• Calm under pressure with empathy for customer needs.
• SQL and C# knowledge are a bonus but not essential.

What’s on offer

• Starting salary of £25k to £29k, depending on ability, skills and experience.
• Monday to Friday schedule with hybrid working option.
• 23 days holiday (option to buy 4 additional) + bank holidays.
• Life cover x4 of salary and enhanced employer pension contributions.
• 24/7 GP access and employee wellbeing services.
• Subsidised gym membership.

Application notice: We take your privacy seriously. You may be contacted by email, text or telephone. Your data is processed by our talent partner RR (Recruitment Revolution) under their legitimate interests in fulfilling the recruitment process. Please refer to their Data Privacy Policy & Notice on their website for details.

Seniority level

• Associate

Employment type

• Full-time

Job function

• Information Technology

Industries

• Software Development and IT Services and IT Consulting